Customer Support Manager

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General information

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Entity

Safran is an international high-technology group operating in the fields of aerospace (propulsion, equipment and interiors), space and defense. Its mission is to contribute sustainably to a safer world, where air transport becomes ever more environmentally friendly, comfortable and accessible. Present on every continent, the Group employs 110,000 people and generated €31.3 billion in revenue in 2025. Safran holds, either independently or through partnerships, leading global or European positions in its markets.

Safran was ranked second in the Aerospace & Defense sector in TIME magazine's ""World's Best Companies 2025"" ranking.

Join Safran Aerosystems: an international leader in aviation safety, fluid management and fuel systems. Our strength? Innovating to enhance flight safety (oxygen systems, evacuation systems, flotation systems) and driving the transition toward decarbonized aviation through sustainable fuels. 6,200 employees, operations in 7 countries, and one shared objective: a safer sky.

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Reference number

2026-189055

Job details

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Job field / Job profile

Customer services and support - Customer support & services management (CSSM)

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Job title

Customer Support Manager

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Employment type

Permanent

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Part time / Full time

Full-time

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Job description

Summary of Duties:

• Responsible for achieving customer satisfaction which is measured through Airframer & Internal Scorecards
• Building new and developing long-lasting relationships with customers
• Operate as the focal point for all matters specific to their customers
• Taking ownership of customers issues and following problems through to resolution
• Responsible for keeping accurate records and documenting customer support actions and discussions within CRM platform
• Perform on-site customer meetings as required ie Program Review Meetings (PRM),

Technical Review Meeting (TRM), and Executive Review Meetings (ERM) etc.

• Generate post visit reports and manage actions and commitments through to completion
• Generate Key Performance Indicators (KPI's)
• Analyze data to identify trends and areas of improvements
• Serve as the focal for performance claims: coordinate with warranty teams to validate claim data, negotiate settlement with customer, track claims
• Review, monitor and distribute customer(s) backlog reports, taking actions to prevent late deliveries.
• Support SCS Finance department in the recovery of late AR helping finance with the right POCs and addressing systemic/ repetitive issues for corrective actions.
• Awareness of customers internal issues which may affect the Safran Cabin Services business
• Feedback information to Safran Cabin Service sales team on new sales opportunities and Program teams on at-risk parts: PMA, Owner Operator Parts
• Awareness of customer support contractual obligations either through the Airframer contracts or specific contracts with a specific customer
• Support Field Technical Representatives performing cabin inspections and generating the associated reports
• Provide level 1 & 2 technical support using CMM's & technical drawings data
• Support STC working parties as required, support Entry into service (EIS) for new aircraft types
• Being available in accordance with constraints linked to aftermarket support domain

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Candidate skills & requirements

Education: Bachelor's degree or related field/equivalent experience. Bachelor's preferred
Experience: Typically requires 6 years of customer support and services experience in a commercial aerospace environment required. Experience with lean principles and continuous improvement. Proven ability to manage complex projects, Customer Requests or Concerns. Airline purchasing department experience is advantageous yet not essential.
Computer Skills: Proficient with MS Project, competent with MS Office programs
Other Skills: Excellent communication skills, both verbal and written. Ability to build and maintain effective relationships, leadership skills, organizational skills, ability to analyze & summarize information, financial acumen.

Job location

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Job location

Mideast, United Arab Emirates

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City (-ies)

Dubai South Logistics District Plot: WB 14 & WB 15 - Gate 1 Dubai

Applicant criteria

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Minimum education level achieved

Master Degree

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Minimum experience level required

More than 5 years